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Support Framework

This guide describes the use of a multi-tiered support framework designed to help the Budget & Finance community, including faculty or staff with financial responsibilities, identify resources.

“What Can I Do On My Own?”

These self-service options apply to you if you:

  • Want to find published support information anytime
  • Don’t want to wait in line for your question to be answered
  • Don’t know who your department Subject Matter Experts (SME’s) are

Self-Service Resources:

Tier 1: "Where Can I Get Help?"

Tier 1 applies to you if you:

  • Have a question that is unable to be answered by your department SME or self-service resources
  • Have a question that can be quickly answered by a knowledgeable representative
  • Need to process a transaction in Services & Support
    • E.g. “I need you to process/approve/route…”


Tier 2: "Who Can Help Escalate?"

Tier 2 applies to you if you:

  • Unsure how to submit your request/ticket
  • Have submitted a ticket and are not receiving a response
    • Please try to give agents enough time to process your requests before escalating the ticket
  • Identify something that does not seem to be working properly


Tier 3: "How Do I Suggest Enhancements?"

Tier 3 applies to you if you would like to suggest:

  • An enhancement to a financial system
  • Idea to streamline a financial business process
  • Oracle & Concur financial reporting enhancement


Use the Support Framework Chart to guide you through the resources available to you.

Find answers, request services, or get help from our team at the UC San Diego Services & Support portal.